Related to End User Self-Service

The end user alone is able to do some basic actions concerning the Incident Management process.

To start the user self-service, open Valuemation and use the business view selector to open the 'End User' business view. The 'End User' business view has two perspectives (Start, Work) switchable by the perspectives switch button next to the business view selector.

Standard environment for end users is Valuemation web client. See GUI description topics in the 'Valuemation Essentials' help section for basics of using Valuemation web client.

Notes:

Please note the difference between terms 'user' and 'end user' found in this documentation: 'user' refers to the support personnel using Valuemation to help a customer, 'end user' uses Valuemation to solve or report his or her own problem.

The below described use cases have the Work perspective as their starting point. Quite often (depending on customization) the same action can also be called from the Start perspective. For example, new user ticket creation can be initiated either by clicking the 'Incident (Create new Incident)' button in the sidebar of the work perspective or the 'User Self Service Actions' InfoObject of the Start perspective. In either case, the 'New: Ticket' view gets opened in Workspace area of the Work perspective.

Similarly, the herein described use cases give instructions to open catalogs using action buttons in the Valuemation side bar. Sometimes the same catalogs may be present (and already opened) as InfoObjects.

There is often more than one way to achieve the desired results in Valuemation. Our model use cases strive to describe a standard way which is always available.